T
Thomas M. Lee
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Los Angeles, California, United States
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Account Manager, Customer SuccessAmaze HealthApr 2023 - Aug 2024 (1 year 5 months)• Owned end-to-end customer success and account management for a portfolio of 30+ enterprise clients, ensuring high adoption rates and retention. • Managed end-to-end customer onboarding and account implementation, training HR teams and employees on platform use to increase engagement and renewal rates. • Resolved escalations and trust-related issues, ensuring seamless user experience and compliance with healthcare regulations. • Analyzed customer data and feedback to identify pain points, improve workflows, and optimize engagement strategies. • Collaborated cross-functionally with product, support, and revenue operations teams to drive feature adoption and enhance service quality.- BCommunity Engagement, Marketing LeadBig Red FOct 2022 - Apr 2023 (7 months)• Led community engagement initiatives to strengthen brand trust, managing customer inquiries, client relationships, and event operations to ensure seamless execution. • Developed and enforced operational policies to improve customer experience, mitigate disputes, and maintain compliance with venue and community standards. • Designed and optimized workflow processes for talent booking, venue administration, and community engagement, driving efficiency, improving client satisfaction, and increasing event success. • Drove a 303% increase in online engagement YOY by leveraging social media analytics and executing data-driven content strategies across websites, email campaigns, and digital platforms.
- FGrowth Manager, Co-FounderFriday5 MediaAug 2020 - Apr 2021 (9 months)• Co-founded and led Friday5, a digital media platform and newsletter showcasing diverse success stories through interviews, articles, and multimedia content. • Managed stakeholder relationships, engaging with professional athletes, CEOs, industry leaders, and media personalities to develop compelling narratives. • Owned sponsorship and fundraising efforts, pitching potential partners and securing financial support to grow the platform.
- IAccount Manager, Customer SuccessImmersiveTouchJan 2020 - Aug 2020 (8 months)• Managed and expanded customer accounts by establishing strong relationships with medical professionals, driving retention and upsell opportunities. Owned prospecting, onboarding, and engagement strategies to ensure seamless adoption of VR/AR surgical planning software for key surgical specialists. • Scheduled and led demo meetings, providing hands-on training and product walkthroughs to guide surgeons through the platform and technology, ensuring effective adoption and long-term engagement. • Developed support materials, tutorials, and documentation, improving self-service capabilities and enhancing the onboarding experience. • Collaborated cross-functionally with product teams, relaying customer feedback to inform product development
- MSales and Customer Success ManagerMountain Travel SobekNov 2017 - Oct 2019 (2 years)• Managed and expanded a global client base, selling over 200 adventure travel experiences ranging from $2K-$50K. • Developed and executed customer engagement strategies, collaborating cross-functionally with Marketing, Product, and Sales teams to enhance offerings and improve internal processes. • Led onboarding and client retention efforts, working with a network of global travel partners across six continents to deliver tailored, high-impact experiences. Served as the primary client contact, managing external creative partnerships and coordinating joint sales and marketing opportunities to enhance customer experience. • Designed and launched a loyalty and referral program, increasing repeat customer engagement and retention. and soci
- MMarketing and Data AnalystMountain Travel SobekFeb 2016 - Nov 2017 (1 year 10 months)• Managed website updates, implementations, and bug fixes in collaboration with international development teams, ensuring optimal user experience and functionality. • Analyzed web user behavior to identify trends, optimize navigation, and improve customer engagement across digital platforms. Tracked user interactions, conversion rates, and goal completions, using data analytics to refine the customer journey and maximize retention. • Utilized booking cycle data and client demographics to generate actionable insights for the C-suite and marketing teams, enhancing strategic decision-making. • Assisted in the management and enhancement of e-commerce platforms, including the online booking engine and blog, driving operational efficiency and
- PHockey InstructorPro Ambitions and Private Clients,Jan 2012 - Current (13 years 4 months)
Education
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- Bachelor of Arts (BA)Lawrence UniversityJan 2011 - Jan 2015 (4 years 1 month)
- LMaster of Business Administration (MBA)Loyola University Chicago